Dealing with Challenging People

Who Should Attend?

This workshop aims to support anyone who has to deal with challenging people in their Practice/place of work –patients or colleagues. The workshop explores the skills required to understand and manage difficult behaviour whilst maintaining self esteem in a win/win situation.

It aims to significantly increase capability and capacity of all staff (Clinical and Non-Clinical) to resolve conflict effectively and efficiently

We will cover the following topics and the day will conclude with a supported Action Planning session.

Sessions will be interactive, practical and fun.

Learning Outcomes

Standing your ground and being assertive
What is assertiveness?
How to be assertive
What stops us from being assertive?
Case Studies on being Assertive
Feedback
Tools and models to help you give feedback
Influencing
Influencing process – the key stages
Influencing line – fun exercise
Power words
What makes people say yes?
Why are people challenging
Explore what drives this behaviour
What is the effect on you and others?
Techniques to defuse aggressive behaviour
Managing criticism assertively
Hints and tips
Being confident in meetings
Think yourself confident
Planning what to say
Help with what to say
Case Study cards
Self awareness – how do I come across?
Strengths and areas to work on?
Co coaching
Staff motivated to resolve conflict promptly
Staff work flexibly to consider range of methods to resolve complaints as a highly-skilled member of the Practice team
Management to seek staff engagement as to appropriate method of dealing with challenging people
Staff working collaboratively to promote health and wellbeing of colleagues and patients